JD Edwards EnterpriseOne CRM Service Management

Common Customer Relationship Challenges

CHALLENGES CAPABILITIES VALUE

• Single embedded customer data base

• Comprehensive, 360 degree view of customer interactions

• Customer Self Service portal provides 24x7 sales and service

• Trouble shooting tools help reduce service requests

• Greatly enhanced customer experience and satisfaction

• Decreased response and resolution times

• Increased self service capabilities

• Better coordination and access to key customer data among departments

• Unable to provide 24x7 customer service

• Lack of customer information impedes exceptional customer service

• Unable to easily match customer profile data with sales & service histories

• Unable to track follow-up activities

JD Edwards EnterpriseOne

What is Service Management in JDE E1?

Service Management Components

• Equipment Information Mgmt

• Contract Management – Service and Supplier

• Work Order Management

• Warranty Claim / Supplier Recovery

• Failure Analysis / Solution Advisor

• Branched Scripting

• RMA – Return Material Authorization

• Preventive Maintenance

Benefits of Service Management

The Service Management system can help to retain

customers by:

– Providing world-class customer responsiveness

– Operating efficient and cost-effective customer service

processes

– Achieving maximum service revenue on services

Making customer service more efficient, profitable, and

customer-centric is the goal of the JD Edwards

EnterpriseOne Service Management solution.

JD Edwards EnterpriseOne CRM at a Glance Complete, Integrated, Flexible

Sales

Sales Force Automation

Sales Order Management

Common EnterpriseOne Data & Business Processes

Support

Case Management

Service

Service Management

Solution Advisor

Branch Scripting

CRM Foundation, Advanced Pricing

Customer Self Service

Fulfillment Management

Lead to Order

Request to Resolve

Install to Maintain

JD Edwards EnterpriseOne CRM at a Glance Complete, Integrated, Flexible

Sales

Sales Force Automation

Sales Order Management

Common EnterpriseOne Data & Business Processes

Support

Case Management

Service

Service Management

Solution Advisor

Branch Scripting

CRM Foundation, Advanced Pricing

Customer Self Service

Fulfillment Management

Install to Maintain

Access customer 3600

Track installed equipment:

Customer location/status

Site location/status

Service entitlement

Service contracts

Warranties

Supplier contracts

Service work orders

Bill for services

Install Request Service Bill / Pay

FINANCIAL

HUMAN CAPITAL

JD Edwards EnterpriseOne CRM Service Management Single System, Seamless Integration

Receive & Submit

Claims

Roles: Service

Providers, Assessors,

Supplier Recovery Mgrs

Billing: Receivables &

Payables

Origination: Fixed

Assets, Sales Order

Update, Prod Register

Customer / Site History Location Tracking

Scheduled (PMs) &

Emergency Work

Orders

Parts & Labor Costing, Billing &

Payment

REQUEST SERVICE BILL / PAY

Entitlement Checking Base Warranties &

Extended Warranties

Renewals,

Suspensions, &

Cancellations

CRM

ASSET MGMT

PROJECT

SUPPLY CHAIN

TOOLS

SERVICE MGMT

Equipment Information

Mgmt

Work Order Mgmt

Contract Mgmt

Warranty / Supplier

Claims Mgmt

INSTALL

JD Edwards EnterpriseOne CRM Service Management Install to Maintain

Install Customer Request

Service Bill / Pay

Customer

calls with

issue

Case logged

Contract

entitlement

checked

Need to send

technician

to customer

site to fix

Service work

order

created

Parts and

labor

attached

Work

completed

Services

invoiced to

customer

Pay

technician

Front Office

Back Office Time Entry Customer

Billing

Implementing The Vision Contract to Services Execution Process

Aggressive Revenue

Generating Strategies

- Identify and target customers for new service offerings

1

Margin Improvement

Through Cost & Contract

Management

- Minimize revenue leakage by ensuring contracts are priced and billed accurately

2

Service Execution As A

Strategic Differentiator

- Provide service, capture costs and

perform according to contracted

entitlements

3

Driving Profitable

Growth Through Real Time

Metrics

- Give managers and executives the tools for in-depth

business analysis

4

Drive More Informed and Agile Business

Decisions

Improve Cost Controls and Proactively Manage

Contract Profitability

Ensure Consistent Service Delivery

Drive New Business and Extend Value of Existing Customers

Service Providers Must Focus On:

Service Work Order – 1 Click Navigation

1 click access

Parts

Labor

Solution

History

Related Actions

Accounting

Work Order Details

Planning

Attachments

Supplier Recovery

Service Work Order – 1 Click Navigation

Service Management Benefits:

Improves the efficiency of your field technicians

Reduces the number of returned visits

Reduces days sales outstanding with quicker billing and collection

Integrations with Service Management

CRM Service Management Summary:

Increased Customer Access

Greater Customer Insight

• In tune with customer needs and values

• Leverage knowledge to extending product / service offerings

• Deliver on customer expectations

• Enhanced competitive advantage

• Shared key customer data

• Increased customer satisfaction

• Increased responsiveness, decreased resolution time

• Targeted interaction

Effective Customer Interactions

ALM

Capital Asset Management

CRM Service Mgmt

CRM

Case Mgmt

Managing Company

Owned Assets

Maintaining Customer

Owned Assets

Managing requests for

service / maintenance

JD Edwards EnterpriseOne Product Areas Enabling End-to-End Business Processes for Maintenance Management